Within Teamwork Desk, you can set an inbox to prevent closed tickets receiving further replies from customers or agents.

When this setting is turned on, closed tickets become read-only and cannot receive any future replies, notes, or forwards.

  • A new ticket will be created any time a reply is sent to the closed ticket.

Set an inbox to prevent replies to closed tickets

Site admins and inbox admins can manage this setting for each individual inbox.

Click your profile icon in the top right of your site and select Settings.

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In the settings area, go to the Inboxes tab and select an inbox to access the inbox settings.

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Select the Edit Inbox tab from the left navigation panel and scroll to Prevent replies to Closed tickets.

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You can customize the settings to control if and when tickets marked as closed should become read-only.

  • This prevents any future replies, notes and forwards on the ticket.
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  • Default: Tickets marked as closed can always be updated and reopened.
  • Custom (recommended): Choose a custom number of days to check for ticket activity.
    • During this selected period, closed tickets can be updated and receive replies.
    • If updates are received during this period, the day counter will reset each time an update occurs.
    • Once a full period (of the set # days) is reached where no activity/updates occurred, the ticket will be updated to a read-only state preventing further replies or edits.
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  • Immediately: All existing or future tickets moved to a closed status will be updated to a read-only state.
    • No further replies or edits can be made to the ticket.
    • The agent will not be able to reverse this action.


Implications

Prevent replies to closed tickets converts all closed tickets in a particular inbox to read-only. The table below describes how you can (and cannot) interact with these read-only tickets.

Triggers
Trigger workflows set up to change ticket status to closed will run to set the closed status. After that point, these closed tickets become read-only.
Bulk edit
Read-only closed tickets can be bulk deleted or bulk added to the ticket deck.
  • Ticket status, assignee, tags, priority, triggers, and merging cannot be bulk applied to read-only closed tickets.
Deleting tickets
Read-only closed tickets can be deleted in full.
  • Individual messages within the ticket thread cannot be deleted.
Tasks
Read-only closed tickets will not reopen when linked tasks are marked complete.
Time tracking
Ticket activity does not update when:
  • Time is logged on a ticket.
  • Existing time logs on a ticket are logged to a Teamwork project.
Customer Portal
Read-only closed tickets cannot be updated or replied to via the Customer Portal.
Scheduled tickets
In inboxes using the prevent replies setting, tickets cannot be marked as closed until all existing scheduled replies have been sent or deleted.
Training Wheels
In inboxes using the prevent replies setting, tickets cannot be marked as closed until all pending reviews and requests for changes have been completed.
API
The Teamwork Desk API will reject changes to read-only closed tickets.
Triggers
Trigger workflows set up to change ticket status to closed will run to set the closed status. After that point, these closed tickets become read-only.
Bulk edit
Read-only closed tickets can be bulk deleted or bulk added to the ticket deck.
  • Ticket status, assignee, tags, priority, triggers, and merging cannot be bulk applied to read-only closed tickets.
Deleting tickets
Read-only closed tickets can be deleted in full.
  • Individual messages within the ticket thread cannot be deleted.
Tasks
Read-only closed tickets will not reopen when linked tasks are marked complete.
Time tracking
Ticket activity does not update when:
  • Time is logged on a ticket.
  • Existing time logs on a ticket are logged to a Teamwork project.
Customer Portal
Read-only closed tickets cannot be updated or replied to via the Customer Portal.
Scheduled tickets
In inboxes using the prevent replies setting, tickets cannot be marked as closed until all existing scheduled replies have been sent or deleted.
Training Wheels
In inboxes using the prevent replies setting, tickets cannot be marked as closed until all pending reviews and requests for changes have been completed.
API
The Teamwork Desk API will reject changes to read-only closed tickets.

For more information, see: Editing an Inbox